Underhand manoeuvres difficult people may use and how to assertively deal with those manoeuvres

Manage difficult situations and behaviours

Suitable for

Housing officers, housing support workers, and new or experienced advisers who need strategies to effectively negotiate with their clients and manage situations and/or difficult behaviour exhibited by their clients.

Meet the trainer

Rob Hammond has been a trainer for Shelter since 2006 and has experience of working with not for profit, Local Authority, and corporate staff at all levels up to director as well as service users for various charities.
Qualified in delivering leadership and management programmes, Rob is also trained in psychometric profiling and is licensed and accredited to use MiRo Behavioural Modes and Strengthscope, both of which maximise individual and team potential.
Rob has an honours degree in Psychology and a PG Dip in Integrative Counselling. Also trained as a coach, he combines these approaches as a Personal Consultant and practices as an Integrative Coach-Therapist. He is registered as a member of the British Association for Counselling and Psychotherapy (BACP). Rob’s work has a strong emphasis on personal development and engagement.
Rob’s work has a strong emphasis on personal development and engagement and receives consistently high feedback from delegates.